Desired Skill - MBA with15-20 years of Business Operations Management experience from Service Industry. - Should have led various LOB's in BPO or relevant industry ( Sales, CS, Collections ,Retentions, B2B and B2C) - Trained in Black belt / Six Sigma and should have implemented projects of scale in BPO/ Other Industry using those Quality Frameworks solving huge business problems - Experience in Process Improvement, Business Process excellence, Business process re-engineering and optimization and Change Management. - 5+ years of people management experience (must-have) - Team building ability and transformation management, who demonstrates ability to think creatively. Roles & Responsibilities: The role requires a Leader with an extensive experience of Service Delivery Management with a genuine interest in developing People, Process and Technology. Primary Goal of the role is to Build the COE for BPO vertical instilling the DNA envisioned by the management while upholding company Values. It encompasses contribution both at a strategic level as well as operational level. - Design COE (Vertical and Industry best practice, Operational frameworks, build cutting edge technology that supports operations and BPO Delivery) - Build Operational Framework for operations across verticals and Industry and govern Implementation by identifying clear Measure of Success - Research & Develop Operation framework, process, standardization and compliance - Build Training modules around the Operational Framework that can produce Clones of the DNA envisioned - Build Governance framework around Operations & business performance to achieve ultimate client delight - Measure implementation of the Vision and Drive changes of GAP's, transform operations by building consistent governance structure - Closely work with executive leadership and clients to develop and deliver result-oriented Organization - Defining organization construct for rapid scale. Deliver performance and efficiency framework in the rapidly growing Business Operations team - Build Practices across Verticals and Industry which meets and exceeds International Standards for 3i - Conduct internal audits at regular intervals to ensure there are no critical observations - Maintain performance metrics, defect ratio and ensure SLAs are met within the agreed timelines - Support, develop, and execute the firm's strategies for maximising efficiencies by analysing data and existing processes, recognizing trends and proactively create strategic recommendations - Manage (Hire, Coach and Retain) a team of professionals and inculcate the right values and drive to be able to succeed in the group target. Create and coach the team in a manner that they can consistently grow Practice Capabilities. - Orchestrate business and operations to achieve business-success and growth leading to become the most respected brand in the assigned industry vertical for the company. - Partner with cross-functional resources to drive collaboration and implementation of Practice. - Constantly enforce effective use of tools to gain knowledge for excelling in business. - Constantly review and ensure the team reflects the highest level of commitment in following the company processes. Guide the team to evolve practices, implement effective strategies and plans. - Leveraging business acumen, management experience, change management skills and domain expertise skills to provide strategic and tactical support to service delivery operations of the BPO centre - Driving Automations and digitization in various processes associated directly or indirectly with Operations - Enhance technology usage for remaining relevant to customer expectations and experience.

Mumbai

Deputy Vice President - CoE Domestic BPO 

Deputy Vice President - CoE Domestic BPO  ,Job Description for Deputy Vice President - CoE Domestic BPO  in HR Logica in  Mumbai for (15-20) years of experience. Apply Now!

Job Description for Deputy Vice President - CoE Domestic BPO  in HR Logica in  Mumbai for (15-20) years of experience. Apply Now!